Customer Success Manager

Role Summary

The Customer Success Manager (CSM) is responsible for a portfolio of customer accounts, driving adoption of the WellHive platform and ensuring customers realize the full value of their partnership with WellHive. The CSM serves as the primary point of contact for customers, building trusted relationships with site leadership and end users while translating platform capabilities into measurable outcomes.

Key Responsibilities

Manage a portfolio of customer accounts, owning adoption outcomes and customer health across each one

Build and maintain relationships with key stakeholders including site leadership, schedulers, and program leads

Drive platform adoption by working with end users to integrate WellHive into their daily workflows

Monitor account health, identify risks early, and lead intervention efforts when issues arise

Partner with internal teams to address customer needs and surface insights from the field

Communicate progress and trajectory to customers and internal stakeholders through structured reporting

Serve as a platform expert for customers, helping them get the most value from WellHive

Qualifications

Required:

3+ years in Customer Success, Account Management, or a comparable customer-facing role at a software or technology company

Track record of driving measurable customer outcomes

Strong relationship-building and stakeholder management skills

Comfort working with data and translating it into customer-facing insights

Excellent written and verbal communication skills

Ability to work in complex, multi-stakeholder environments

Preferred:

Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs

Background in healthcare scheduling, referral coordination, or community care

Experience driving adoption of a software platform with multiple user types

Experience in utilizing different software applications/CRMs to manage and monitor customer interactions

Security

Privacy

Terms

WellHive

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Customer Success Manager